Tier 1 VoIP Support Technician

About the role

Outsourcing Services International is looking for a Tier 1 VoIP Support Technician to join its support team. You will be the first point of contact for customers with VoIP issues, handling tickets, answering inbound calls and coordinating with remote installers so deployments run smoothly. It suits someone with a basic understanding of networking and telephony who wants to move toward more advanced technical support or engineering roles.

Key responsibilities

• Own and resolve Tier 1 support tickets from creation to closure, escalating unresolved or complex issues to Tier 2/3
• Handle inbound calls from the support queue, diagnosing and resolving common VoIP issues in real time
• Communicate with remote and field installers to troubleshoot on-site issues, confirm configurations and support new installations and service calls
• Diagnose call quality problems (jitter, latency, dropped calls), phone provisioning, registration failures, one-way audio and basic network connectivity issues
• Log all customer interactions, troubleshooting steps and resolutions in the ticketing system
• Provide clear, patient and professional support to technical and non-technical customers
• Flag recurring issues and contribute to internal documentation and FAQs
• Escalate issues beyond Tier 1 scope with clear, documented handoff notes

Required profile

• 1+ year of experience in technical support, call center or help desk (VoIP/telecom experience preferred but not required)
• Basic understanding of networking concepts (IP addressing, DNS, DHCP, NAT, ports/firewalls)
• Familiarity with VoIP concepts (SIP, RTP, codecs) is a plus
• Strong verbal and written communication skills
• Comfortable working in a fast-paced, queue-driven environment and able to multitask across ticketing systems, phone queues and chat
• Customer-service oriented with strong problem-solving skills
• Experience with VoIP platforms preferred but not required; prior experience coordinating with field technicians is a plus

Required skills

• Ticketing systems such as Zendesk, Freshdesk, ServiceNow or ConnectWise
• CompTIA Network+ or equivalent certification preferred but not required